Erin Kohn

CX LeaderThe Clorox Company

Erin Kohn is the Consumer Experience (CX) Lead on the Digital Consumer Experience & Brand Strategy team at The Clorox Company. She is responsible for helping build and execute their CX capability within Marketing across Clorox’s portfolio of domestic and international brands. In her role, she works with Brand teams as a strategic advisor helping design multi-channel experiences that drive consumers to actions in the "moments that matter.” She is co-lead of a cross functional CX steering team working to help execute CX initiatives, educate and drive adoption of CX across the broader organization. Prior to joining The Clorox Company, Erin was the Sr. Program Manager of Customer Experience for Blue Shield of CA responsible for driving their customer service desktop implementation to enable an omni-channel experience and provide a 360 degree view of their members. She started her career in CX with PwC as strategy consultant working with clients on strategic post-merger integration initiatives. Erin holds an MBA from The University of San Francisco with concentrations in Marketing and Entrepreneurship and received a BA from Georgetown University.

While CX should be something that is every department’s responsibility, if there is no central body that oversees communications between the different silo-ed departments that work on cx (like an enterprise wide CX team, or a CX council or advisory board), it will be hard to achieve a holistic view of the customer and streamline brand experience and your mission might not be as effective. Join this session to hear about how to be operationalizing this concept within your institution. Panelists will discuss:

•What does your customer’s journey currently look like?

oDo you have different types of customers and thus different journeys you have to manage?

•What is the actual structure of your CX team?

oIs it centralized or decentralized?

oWhat department do you belong to? Or are you spread out across the org?

oHow many people are on the team?

oWhat do you all actually do? Are you more motivational, or operational?

•What departments across the organization have a hand in the journeys your different customers take?

oAre there other areas of your business that have ownership of traditional CX functions? Such as customer service, journey mapping, employee engagement?

•Given the structure you have, and the stakeholders that work on CX across the business, how do you best work together to improve the customer’s journey?

oHow can you show a connection between CX investments and ROI given the different goals each department that works on CX might have?

Check out the incredible speaker line-up to see who will be joining Erin.